Overview

Customer Service Specialist (Tri-lingual French/English/Italian) 

Location: Sunbury-on-Thames

Salary: £26,500 + Bonus + Benefits

Hours: 8am – 5pm, Monday – Thursday with 1 hour lunch and 8am – 3pm on a Friday with 30 minutes lunch

Hybrid: Tuesday, Wednesday and Thursday in the office

My exciting client is a global technology company and are looking for a Customer Service Specialist to come on board and join their team. You will be responsible for emails, Chat and Social Media queries in regards to enquiries and product returns. Theu are looking for a professional and friendly candidate who is able to speak English, French and Italian fluently.

 

Responsibilities:

  1. Provide first level technical support and escalate as needed. Translation help may be required on some cases.
  2. Manage the Customer Service and RMA Email databases ensuring that a 24-hour response is achieved.
  3. To effectively monitor service levels and customer satisfaction and contribute actively towards a smooth customer experience.
  4. Clearly communicate with customers via e-mail and phone. Where applicable, deal with complaints from customers and make good business decisions to resolve them.
  5. To create and maintain clear and detailed work records on the CRM database.
  6. Handle Live Chats requests from EMEA.
  7. Provide support to customers contacting us via our Social Media platforms in a timely and efficient manner.
  8. To deal with RMA Replacement requests from distributors, resellers and endusers from the EMEA region.
  9. To deal with credit defective, stock rotation and refund requests by checking purchase histories and calculating prices.
  10. To provide regular and timely updates to customers about their pending RMA cases while checking the status of the delivery, with particular attention to our Service Centre resource.
  11. To assist customers buying directly from the Shop. To facilitate their purchase journey by answering questions linked to our shop website, delivery queries and return options.
  12. To work closely with other departments such as Technical Support, Inside Sales, UK and Worldwide Planning, RMA Receiving to facilitate smooth resolution of cases.
  13. To deal with and resolve carrier queries for RMA shipments.
  14. To provide clear and complete monthly reports and take an active part in team meetings.

 

Person Specification:

Fluent English, French and Italian

Customer focused

Have excellent communication and organisational skills

Minimum of 1 years administrative experience or customer facing duties

Computer literate and be able to multitask

Ability to co-ordinate and resolve a variety of customer concerns/queries

Ability to prioritise their own workload

Team player

 

Benefits:

Free parking

Subsidised public transports costs

Private medical insurance

Private dental

Subsidised gym membership

Enhanced maternity and paternity leave

Employer supported volunteering